Error with encoding
I have some troubles with encoding text in e-mails wich sends (by notify rules) SD. Its about russian language. Outlook 2003 decoding messages well, but express fails with encoding. Also, e-mails sent from users to SD mailbox looking right only in title field (as i understand its about formating) and fails in body. IS there any suggest how to solve this problem?
opening and closing calls
Hi - I have been doing some testing with servicedesk and need to know if if is possible to open and close a call from the new request screen? The test i did was to fill in the call details and put a call staus of 'closed' and then clicked add request. this does put the call into a closed status which seems fine, but when i go back into look at the call details it states 'not yet responded to'. why is this? and will it have an effect on reporting? also is there a way of reporting this as a closed
SQL
Hi do you have a date when MS SQL version will be available.?
scanning
Under the scanning options was wondering if you could scan just the software list for any inclusions, rather than doing a domain scan for all workstations We do a software check for games etc about every month or less and would be good if I could scan for software and it come up similar to the workstation history telling us that it has detected new software and would list them. Scanning the domain with over 500 machines takes quite a while and having to scan the domain every couple of weeks becuase
Request List views
Hello - I have been playing around with the Request lists and i would like to know if it is possible to view all calls assigned to a specific team and include calls that have been specifically assigned to members of that team? For example, Team 1 consists of two team members, Person1 & Person2. If a call is assigned to Team1 and Person1 then assigns the call to themselve, could Person2 stgill view the call in their call lists? Basically, I want this to happen so if someone is away from the office
Duplicated Names
When I assign a Workstation to a Requester, when I get the list of all workstations in the inventory, some of the names in the field "Assigned To" appear two times. Requester Data is obtained from Active Directory. ServiceDesk Build Number 5003. Where is the problem, in ServiceDesk or in Active Directory data? Thanks.
Improvement request
Hi, We are using ServiceDesk and we like it very much. Just a few remarks/improvement requests: The requests should be grouped by queues. Is would be great if it was possible to drag and drop the request from a queue to another one. The number of items displayed on a page should be stored as a default value. It should be possible to make some fields mandatory (eg: category, priority,...). Regards, CEL
Set a Budget line for the requester
Hi there, we are looking for a way how to set a budget line for the different requesters of our departments that will be automatically reduced by the costs of the technicians. Can you tell me if there is a chance to solve that with the SD+ software? Thank you for your answer. Kind regards Michael
Cannot save the roles
Hi I am test the SDP v5 and after editing the role of SDGUEST or adding a new role I can't save the settings, infact the SAVE button is not showing up. All I can see is CANCEL Can anyone help? Cheers
Conversations under Help Request
Hi ! Is it possible to delete or hide all those System e-mails from Conversation list. I meen if is a long conversation with some requester it can be a loooong list. BR /Amela
ServiceDsk Plus for Incident Response Team
Hi all, I am conducting an evaluation of the above. As such, I have some questions I hope someone can help me with. 1. Is there a visual presentation showing the different open cases together with the time left before breaching the SLA? 2. Is there anyway for ServiceDesk to accept an alert from my monitoring system and subsequently automatically create a case? Appreciate all help. Thanks in advance. Regards, viper
Reports by custom fields
It would be nice to have the ability to run reports on "Additional Fields" within Assets, Workstations, etc. Also to have the ability to filter on them throughout the program.
Merge program in Inventory
Hi! I wonder if its possible to "merge" program in the inventory. We have divided the programs into different categorys Like: 1= Full Support 2= Maintence support 3= Prohibited .. and so on The problems is for an example We have Adobe Reader in the category Full support and the users has many different versions of Adobe reader It�s kind of messy to look at this, it would be nicer if all the Adobe readers program was merged into one. Best Regards Daniel
Scanning software
Under the scanning options was wondering if you could scan just the software list for any inclusions, rather than doing a domain scan for all workstations We do a software check for games etc about every month or less and would be good if I could scan for software and it come up similar to the workstation history telling us that it has detected new software and would list them. Scanning the domain with over 500 machines takes quite a while and having to scan the domain every couple of weeks becuase
Search field in inventory sometimes disappear
Sometimes it just disappeared, I cant get it back. The simple search I can do ( by clicking on the magnifying glass) But the advanced filter is totaly gone. How do I get my search filed back? Best Regards Daniel
out of office replies creates new jobs
Hi I have noticed that when a notification is sent to me that I have job in my queue or that I have logged a job, if I have out of office switched on another job will be logged. Fortunately this is not an infinite loop because it is logged as an unassiged job. Is there any way I can filter through business rules to delete these or stop them from happening altogether. Kind regards germanjoe
ServiceDesk Plus and FreeBSD?
Install and working FreeBSD?
Log files creation
Hi, Can anyone help me to disable Log files creation; I have a disk drive space issue because of Log files creation process. Is it safe to delete the log files? Thanks Shaminda
Contracts on call
It would be usefull to link a contract to a call (when creating the call). If the contracts information are displayed on the call, this makes it easier to find back the contract ID or the phone ID when we have to work on it. Regards, CEL
Software Reporting in ServiceDesk +
how do i get the software inventory out of servicedesk +? i tried creating a custom report and it didn't have an option.
Add files to Purchase order
Hi! Is it possible to add a file tex. order confirmation to a new purchase order. Or when the order is approved . BR /Amela
Requestor Additional Fields
can they be made visible in the Request page columns ?
External Requesters notifcation not sending
When replying to a request I get notification sending failed. I assumed that when I created the email account it would use that to send, which can send mails if using outlook. What do I need to change? Exchange 2000
Purchase Order Additional Fields
Don't know if anybody else uses this at their company but we use budget codes and for instance big department boss man wants big computer, asks "have we got any more money left in my budget" Click of a button and so the signing authority can choose the budget code. At the moment we are putting it into the Terms but you know how some people don't like to type. hope that makes sense. Cheers Darren
Business rules do not work with emailed requests
The majority of our users email their requests to our "helpdesk". We were hoping that we could use queues to help organize our tier I support staff. The problem is, the business rules only seem to work on request submitted via webform, not email. Is this a bug or am I doing something wrong? Regards, Ryan Harmer
ServiceDesk Plus 5 Online Preview
Hi All, ServiceDesk Plus 5 Online Preview is available here. New Features in ServiceDesk Plus 5 - Queues in requests - Business Rules For Better Request Management - Custom Reports - Billing Support based on Time Spent on Request - Active Directory Integration to scan and Import requesters from a specific OU (this will not be functional in online demo) - Enhanced Purchasing System with Approval mode - Internationalization Support (ability to add data of any language) - HTML editors for Solutions
Multiple locale support for purchase order requests
Hi, We're planning to deploy the serviceplus application for our UK and US helpdesk team (global helpdesk team). However we can only specify a single currency (�) or ($) for purchase order template. Is it possible to leave the currency field blank and allow the technical to input the appropriate currency when creating the purchase order requests? Thanks.
What database table is the time spent info in?
I'm trying to access the time spent information, specifically: technition time spent date entered from the MySQL database, but I can't figure out which table that information is in. Can someone point me in the right direction? Thanks, Eric
E-mail SSL
We wish to use an email server that allows only SSL pop connections. This may be desirable for other service desk subscribers. Please could you give an option for SSL on pop and smtp like any other email program would?
Due Date change
When I change some data (description, category) from a request that is closed or overdue, automatically the application changes Due Time. This changes aren't related with SLA conditions. Is there any explanation? I've see in the forum another topic about this, but there wasn't a precise answer. I'm using Servicedesk Build 5003. Thanks, iolondo
SQL server version software?
Hi, I was told that there is a new version of ServiceDesk built for SQL server, is this true? Thanks, Jason
Assigning assets
We currently assign computers to a user name. The adavantage is you can find the user quicker than looking for just a tag number. The disadvantage is when users move around or leave. Is anybody tracking by Department or by asset tag number? Is it easier? Thanks, Tom.
Time formatting in database
How is the time formatted in your database...when I connect with crystal reports the time does not appear correctly.
Error saving custom report
I am running ServiceDesk Version 5.0.0 build 5003. When I try to save a custom report I receive the following error. Please help - Thanks HTTP Status 500 - -------------------------------------------------------------------------------- type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545) org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
Deleteing priorities etc
Is there a way to delete priorities that have already been setup and used We have implemented a different priority system and want to delete the old ones but it comes up with an error saying that a module is using it
Change / modify user homepage
Hi, If users login they get the regular startpage. 1. My View 2. Quick Create - New Request Is it posible to modify the start page? I don't want the users to do a quick request, I rather want them to do new request by using the category and to be set up as startpage. Would be great if there is an option to change that. Thanks Ibrahim
2nd page requestors won't populate
New Request, click Search Requestors, select "C", where we have 53 users, anyone selected from this 2nd "C" page won't populate the Requestor Name field. I have tried the "A"s, "C"'s, and just tried "D"'s, for some reason the 2nd page entries will not carry to Request page.... any thoughts ?
Enter Login and Password thorugh url login page
Hi all, Is it possible to pass a login name and password by code or as a param inde url login page? Thanks
Very active CPU on VMWare Virtual Server
I have recently moved my ServiceDesk and OpManager installation to a Virtual Server on a VMWare ESX server. I have noticed that the CPU is very active on this Virtual Machine. The only things installed are McAfee Virus Scan, ServiceDesk, OpManager, SolarWinds TFTP. It is a Windows 2003 OS with SP1 and all the hotfixes. Please let me know how I can troubleshoot the issue of the very active CPU.
SD+ v5 and SSL? and other features, thanks for reading!
Good day! We have just downloaded SD+ v5 and are very much excited about it! We would like to know, if it supports SSL? We are currently in the testing process of SD+ v5, our department has already considered purchasing the software. As we have not tested SD+ v5 in full detail, we are anxious of the prescence of these following features - themes or options for editing/customizing the current graphical layout - a reply email to the requester that is a clickable link instead of just a plain text mention
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